Complaints

This profile includes complaints for Costa Hollywood Beach Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Costa Hollywood Beach Resort has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Costa Hollywood Beach Resort

  777 N Ocean Dr Hollywood, FL 33019-1206

• 

  Costa Hollywood Beach Resort

  11757 SW 57th St Cooper City, FL 33330-4151

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was falsely charged a $250 smoking fee by Costa Hollywood Beach Resort following my stay. No one in my party smoked in the room at any time. After I noticed the charge, I left a public review describing the situation. A representative from the company publicly responded to my review and stated that the charge would be reversed.Despite this, the fee has not been refunded, and my dispute through ******** was later reversed after initial approval. I have made good-faith efforts to resolve this directly with the property, but the promised refund has not been honored.I am requesting that Costa Hollywood ******************* follow through on their public commitment and issue a full refund of the $250 fee.

  Business Response

  Date: 07/04/2025

  Following the guests departure, a $250 smoking fee was applied due to clear evidence of smoking in the room. This fee is in accordance with our published non-smoking policy, which all guests agree to at check-in by signing the registration card. In this case, the guest did sign the registration card acknowledging the smoking policy and associated penalties for violations.
  Additionally, photographic evidence was documented by our housekeeping team showing smoke ashes on the private balcony of the guests room. As this balcony is only accessible by occupants of the room, we have no reason to believe the evidence could have been caused by anyone other than the registered guests.
  While we acknowledge the guest posted a public review and received a response from a representative, no formal promise or commitment was made to reverse the smoking fee. Internal review determined the charge was valid, and therefore, the refund was not processed.
  We regret any misunderstanding but must uphold our policies to ensure the comfort and safety of all guests. At this time, the $250 charge stands as a valid fee for violation of the property's non-smoking policy.

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23547498
  
  I am rejecting this response because: No one in my party was smoking, and all of the allegations are completely false towards my family. There were guests smoking on many balconies, cigarettes couldve been thrown  and landed anywhere. I advise a thorough review of camera systems during our stay to show proof that we were smoking, as that is the only liable proof. 
  Housekeeping should do a better job at cleaning if false fees will be charged to your guests. There was absolutely no smoking from our party during any part, as we do not consume in this activity at all, and especially not with 2 small children. I will be seeking legal counsel. 

   

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/26/2025

  We understand your concern regarding the $250 smoking fee. However, we would like to clarify that no refund was ever promised publicly. The response left on your online review advised you to contact the hotel directly to further discuss the matter.
  We take these situations seriously and conduct thorough inspections before applying any smoking fees. If you would like to further discuss your case or present additional information, please feel free to reach out directly to hotel management at your earliest convenience.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23547498
  
  I am rejecting this response because: your staff should be held accountable for not cleaning thoroughly. A review of outside camera systems was asked to be completed, to show visualized proof of smoking, I have been waiting on that response. I am a legal expert and know how these matters work. Otherwise, legal actual will be taken to have a subpoena for camera system review to prove we were not smoking. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I checked into the hotel they told me that I needed to pay a deposit. I DIDN'T KNOW THAT I WOULD NEED TO PAY A DEPOSIT BECAUSE I HAD BOOKED AND PAID THROUGH EXPEDIA. EXPEDIA DIDN'T NOTIFY ME THAT I WOULD HAVE TO PAY FOR PARKING EVERY DAY. THE RESORT STATED THAT VALET EVERYDAY WAS $30. THE RESORT OVERCHARGED FOR VALET BY $12/DAY. I HAVEN'T RECEIVED THE REMAINING DEPOSIT BACK ON MY DEBIT CARD. I AM REQUESTING MY FULL DEPOSIT TO BE RETURNED IMMEDIATELY.

  Business Response

  Date: 06/24/2025

  Good Afternoon, 

  When booking through third-party platforms like Expedia, all feesincluding security deposits and daily parking chargesare disclosed during the booking process. Expedia clearly outlines these charges, and we always recommend reviewing all details carefully before confirming your reservation. If you feel there was any miscommunication from their side, we encourage you to contact them directly as well.

  As stated on both ******* and our official website, our valet parking rate is $42 plus tax per day. We do not offer valet at $30/day, and no guest was charged below the standard rate. There has been no overcharge; the total valet amount you paid was based on our posted rates and was also listed on your final bill, which you reviewed at checkout.

  
  Regarding the deposit: any unused portion is automatically released at the end of your stay. Please note that depending on your bank, the processing time may vary and can take 510 business days.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23502975
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/26/2025

  Good Afternoon, 

  During check-in, your card was authorized for the full stay the resort fee and a security deposit of $100 per day. This information was provided to you at the time of check-in, and you agreed to the charges by inserting your card yourself.
  The folio you attached is correct. Any difference in the authorized amount has already been released in our system.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 14, 2025, checked out of the resort and received a bill via email for $180.80. This amount was expected. My credit card was charged $199.85. This was not expected. I called and spoke to **** with ************** on May 22, 2025, about the discrepancy between my bill and the credit card charge. I told him we (my guest and I) did not take anything from the room. He said the charge was for bottles of water and it would take **************************************************** via phone. I told him we had no reason to take water from the room seeing as we had brought a case of water we bought at ******. If they have cameras in the lobby, they can check the tape to see when our Publix order was delivered and when I went down to pick it up. I received a revised bill via email for $199.85 after getting off the phone with ****. Seems to be a suspicious way to do business to charge someone for something and not send them an updated bill until after the customer inquires. He called back and said their logs showed two Fiji waters (a small and a large bottle) had been taken from the room. I told him that was false. I said I would need them to show evidence that it was me and not someone else that took the waters. He said he couldnt do anything else and that it must have been my guest who took the waters. I asked to speak to a manager. I have not heard from a manager yet. I intend to pursue this matter as far as I can. I have no intention of paying for something I did not take.

  Business Response

  Date: 05/27/2025

  Thank you for bringing your concerns to our attention regarding your recent stay at our resort. We appreciate the opportunity to address the matter and clarify the situation.
  Following your checkout on May 14, 2025, your initial bill totaled $180.80. After your departure, our minibar team conducted a routine room inspection and reported the consumption of two Fiji water bottles (one small and one large), resulting in an additional $19.05 charge. This was automatically added to your final bill, which was then emailed to you. We understand that you were surprised by this charge and contacted our ************** team on May 22, 2025, to discuss the discrepancy.
  We want to clarify the following:
  Minibar Verification Process: Our minibar staff follows a documented process to log any consumed items immediately after guest checkout. In your case, the system recorded the missing items, and this was the basis for the additional charge.
  Guest Agreement: As part of the check-in process, all guests are asked to review and sign our registration card, which includes hotel policy. A copy of your signed registration card is on file and was provided in our earlier response.
  Phone Contact: Our records show that we attempted to reach you, but we were unable to connect. However, we were pleased to speak with you on May 22nd and appreciate the time you took to explain your concerns.
  We understand your frustration and assure you that guest satisfaction is very important to us. While we must rely on our established procedures and staff reports, we also respect your point of view and the explanation you provided. Your suggestion regarding reviewing lobby camera footage for your Publix delivery is noted, though we must clarify that such footage is typically retained for limited periods and may not be available after the fact.
  At this time, based on our internal records and staff reporting, we are unable to offer a refund for the minibar charge. However, we deeply regret any inconvenience this matter has caused you and welcome the opportunity to make your next stay more comfortable.
  

  Customer Answer

  Date: 05/27/2025

  Complaint: 23381260
  
  I am rejecting this response because:
  You did not prove that I or my guest took the waters. Explaining policy is not evidence that your procedures were followed or that the waters were taken by me or my guest. When we left the room, there were 2 small and 2 large bottles of Fiji water on the counter between the fridge and the stove. You must consider that someone on your staff made a mistake when recording information in your system or maybe they are not telling the truth. You could also consider it was another guest. On two separate occasions during my stay for two different rooms, I saw housekeeping carts in the hall with the door to the rooms propped open. No person in sight where I could see from the kitchen through the living room. Do you have cameras in the hallways? How do you know someone didnt see the door to the room we stayed in propped open, walked in and helped themselves to some waters? Was the water checked before, during, or after housekeeping? Also, when did you try to reach me by phone and at what number? My iPhone call log shows no missed calls from a 954 number after I checked out. I have not received follow-up via email either, other than a revised bill after I called on May 22, 2025. Responses in writing are preferred.

  Sincerely,
  ***** *****

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to file a formal complaint against Costa Hollywood Hotel in Hollywood, *******. I stayed at this hotel on August 22, 2024, and my experience was deeply troubling and unprofessional.I initially paid $350 for the room via ****************, and upon my arrival, the hotel charged an additional $289.55 as a hold on my card. However, I was also charged a miscellaneous $150 charge upon check-in, for which I was never given a clear explanation. According to the agreement, I was only supposed to pay for the hold at check-in, but instead, I ended up paying both the $350 for the room and the $289.55 hold, as well as the $150 charge. Despite this, I have not received any of these payments back, even though I was promised partial refunds.After my stay, I was charged an additional $250 for damages that occurred in a room I was never in. Despite my attempts to clarify the situation with hotel management, they initially insisted that the charge was valid. They later admitted there was a mix-up with room assignments and that I was mistakenly thought to be responsible for damages in someone elses room. The hotel staff promised a refund of the $250, but despite their assurances, I have yet to receive the refund and have not heard back from the hotel regarding this matter.Additionally, the hotel sent me disturbing photos of the room in question, showing blood and other unsettling images, which I still dont understand why they were sent. To make matters worse, I was yelled at and threatened by the hotel manager throughout the entire ordeal.I am requesting the immediate return of all the payments made, including the $250 for damages, the $289.55 hold that was never refunded, and the $150 miscellaneous charge for which I was not provided an explanation. I want to ensure that others are aware of this hotels unprofessional practices, as I suspect that this may have happened to other guests as well.

  Business Response

  Date: 03/12/2025

   

  The reservation made in the name of Benbendaoud Ali. 

  Upon review of our records, we see that the guest stayed for one night, and the authorization charge was $139.55. This charge was for the resort fee of $39.55 and a $100 security deposit. Following check-out, our housekeeping team informed us that the guest had smoked in the room, which violated the hotels non-smoking policy. As a result, the hotel applied a smoking fee, along with the resort fee, totaling $289.55.
  Please find attached the registration card signed by the guest, which clearly states that they agreed to the hotels policies, including those regarding smoking and other incidental charges.

  We do not have any other charges regarding demage linen or something else. 
  Should you have any further questions or require additional information, please feel free to reach out.

  Customer Answer

  Date: 03/12/2025

  After being accused of smoking in my room, it was later determined that this was untrue. I have been in contact with Manager *****, and Ive attached our email exchanges for reference. It was made clear that no smoking occurred in my room and that I was incorrectly charged. ***** confirmed I would be reimbursed for this mistake. However, I still have not been reimbursed, and now I am being accused of the same issue again.

  
  I would just like my money back. I was accused of something that did not happen, and yet I have received no apology. Your team acknowledged the mistake, and I was assured that I would be reimbursed. I have proof, including emails, text messages, and pictures, showing that smoking did not take place in my room and that I was told I would be refunded.

  
  This is taking up a lot of my time. Its been over eight months now, and I still havent been reimbursed, and now Im being accused of something that was proven to be wrong. I do not plan to let this go. If I need to involve the ***************** the ********************************************************** (DBPR), or pursue small claims court, I will. This has gone on long enough, and Im being accused of something I did not do. I feel like Im being unfairly targeted, and I dont understand why this is happening, as I dont even engage in the activity Im being accused of.
  Please resolve this and refund the money that is owed to me immediately.

  
  Sincerely,
  ****** Sidiki 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22990643
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  After being falsely accused of smoking in my room, it was later determined that this was untrue. I have been in contact with Manager *****, and Ive attached our email exchanges for reference. It was made clear that no smoking occurred in my room, and I was incorrectly charged. ***** confirmed that I would be reimbursed for this mistake. However, I still have not been reimbursed, and now I am being accused of the same issue again.

  
  I am not sure why Im being falsely accused of something that was proven to be wrong once more. Im also confused as to why you are unwilling to refund me when youve already told me you would, and its been clearly proven that what youre accusing me of did not happen. You even sent me pictures of another room that had blood, cigarettes, and other items in it, and it was determined that this was not our room. We even had the company we booked the hotel through reach out to confirm that the room in question was not the one we stayed in, yet you are still accusing me of something that was disproven.
  I dont know if this is due to prejudice or racism, but I am being accused of something that has been proven false, and I still have not received my money back. I feel like Im being treated unfairly, and at this point, I cannot help but feel that I am being discriminated against. The way I have been treated, and the continued false accusations, is unacceptable. I was promised a refund, and now Im still waiting for what is rightfully mine.

  
  I booked the hotel through Hotels Tonight, and prior to my arrival, I paid more than the $139 that was originally described, along with the resort fee. I agree that I paid the fees at the hotel, but I also paid for the room before I even arrived. It seems this issue may be related to confusion regarding payment, but the fact remains that I paid for the room and the associated fees.
  This situation has now taken up over eight months of my time, and I am beyond frustrated. As outlined under the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), I am entitled to protection from unfair, deceptive, and unconscionable business practices. The hotels failure to refund me, despite acknowledging the mistake, and the continued false accusations are a violation of my consumer rights under this law. The FDUTPA prohibits businesses from engaging in any misleading or unfair practices that harm consumers, which I believe is occurring here.

  
  Additionally, the Florida Civil Rights Act (FCRA) prohibits discrimination and ensures that all consumers are treated fairly. Given that I feel I am being unfairly targeted and treated in a prejudicial manner, I am concerned that this may be a violation of my rights under the *****
  Furthermore, under the ************************ (***) Act, I am entitled to dispute any unjust charges and seek fair treatment from the business. The fact that I have already been assured that I would be reimbursed and that this has not occurred is a direct violation of the *** Act, which holds businesses accountable for false claims and unfulfilled promises.

  
  This situation has now taken up over eight months of my time, and I am beyond frustrated. I do not plan to let this go. If I need to involve the Aldermans office, file complaints with the ********************************************************** (DBPR), or pursue small claims court under the Florida Consumer Protection Act, I will. This has gone on long enough, and I am being unfairly targeted for something that was proven to be wrong.

  
  Please resolve this issue immediately and refund the money that was promised to me. If this matter is not resolved quickly, I will not hesitate to take further legal action to protect my rights.

  
  Sincerely,
  ****** ******
  
  Key Legal References:
  Florida Deceptive and Unfair Trade Practices Act (FDUTPA)  This Florida statute protects consumers from unfair or deceptive business practices and is applicable in situations involving fraudulent or erroneous charges.
  Florida Civil Rights Act (FCRA)  This act ensures protection against discrimination in business practices, and your concerns about unfair treatment could potentially fall under its protections.
  ************************ (***) Act  The *** enforces consumer protection laws and ensures businesses fulfill their obligations regarding transparency and fair treatment.
  Florida Consumer Protection Act  This act allows consumers to pursue claims against businesses that have engaged in unfair practices.

  Business Response

  Date: 03/14/2025

  The reservation made in the name of Benbendaoud Ali. 
  Upon review of our records, we see that the guest stayed for one night, and the authorization charge was $139.55. This charge was for the resort fee of $39.55 and a $100 security deposit. Following check-out, our housekeeping team informed us that the guest had smoked in the room, which violated the hotels non-smoking policy. As a result, the hotel applied a smoking fee, along with the resort fee, totaling $289.55.
  Please find attached the registration card signed by the guest, which clearly states that they agreed to the hotels policies, including those regarding smoking and other incidental charges.

  The hotel is trying to refund the smoking fee, but there was an issue with the card on file being declined. The hotel can only process the refund to the specific card ending in 0978 ****** expiring 12/31).
  

   

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I booked Costa Hollywood from 7/21/2024 - 7/25/2024, due to the Delta IT issues we physically not able to be present at the resort for our stay. We, in good faith, paid $1,394 in full ahead of this trip. We contacted the resort letting them know our issue - we were offered a future stay credit, due to approved PTO and other personal factors we are unable to make use of a future credit. After a short series of rude and aggressive emails making no attempt to help the issue and stone ******* us with a "use it or lose it" refund policy Costa employees quickly ceased all communications.Even is a refundable booking is selected it is only refundable within 72 hours of check in, making any issues (like the Delta IT issue) that impact travel same day impossible to navigate with the resort. I am willing to work with Costa to reach an amicable outcome but do not appreciate the rude, aggressive, deceptive, and dismissive customer service.

  Business Response

  Date: 08/20/2024

  Dear Mr. ********************** have been reviewing your request in detail, and as our reservations team informed you, unfortunately, you have booked a non-refundable reservation and modifications, or cancellations are not allowed at this time.

  We have exceptions that we offer to our guests depending on the situation and we always request documentation first, that in your case you share a flight cancellation document, in these cases we offer a future credit valid for 1 year, currently we do not make refunds for reservations made with non-refundable policies.

  I hope you understand the policies of the property, and sorry for the inconveniences. 
  
  Regards, 

  *****************************
  Reservations Manager

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room for five people on the 5th of July at about 1 AM to check in the same day. I was staying in the area and the hotel I was staying at was not able to accommodate us for an extra night so we found this hotel to stay an extra night during our 4th of July long weekend. About thirty minutes after booking the hotel I decided to look up videos of the hotel to get a better idea and found a video of people complaining because the hotel pool was closed. The hotel pool is one of the main attractions of the hotel considering the price, location, and time of year. On the website of the hotel (I booked directly from the hotel) it did not disclose that a main amenity of the hotel would not be available ( we are going to be obligated to pay a resort fee). I called the hotel about half an hour after booking to ask to cancel and to see if anything can be done to mitigate the situation and was told that nothing could be done. This place is a scam and they are taking advantage of tourists coming To ******* not knowing that reality of the accommodations that they spent hard earned money on. Their website is a lie

  Business Response

  Date: 07/05/2024

  Good Afternoon, 

  The guest called today 7.05 around 9 am and explained the reason why he wants to cancel his reservation to the Hotel Front Desk agent. The Front Desk Agent approved the free cancelation and canceled the reservation in the system. The guest credit card was never charged due to free cancelation. 

  The guest more the welcome to call back to confirm the information or check his email with cancelation notification. 

  Thank you. 
  
  
  *********************
  Think ********************************** Manager
  t. ************
  e. ********************************
  w. www.thinkhospitality.com

   

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved at the Costa for this upcoming June ***** to have a poolside celebration. While working with the event coordinator I was told after I made the room reservation that the pool is under construction. I contacted the hotel multiple times and no one has called me back. I have left a message to speak to the manager of reservations and no one has the common courtesy to call me back. I sent an email with my request for a refund based on the false advertising that they have a private roof top pool and there is actually no pool. I received a response that seemed automated but basically said no refunds can be given. I am beyond upset this is terrible customer service and false advertising there is no pool and no where on their website does it state this. In fact I just checked again and there is multiple mentions including in the room section that it includes a "private pool."

  Business Response

  Date: 06/27/2024

  Dear *****************, 

  Sorry for all the inconveniences, in fact we could notice that you contact us via email and was offered the option of having a future credit for the total of the reservation valid for 12 months. When we see this new complaint, we can notice that you're not satisfy with this solution and we regret the situation, we are processing the refund of the total of your reservation, please allow 5 to 7 days for it to be reflected in your account statement.

  Once again, we apologize for the inconveniences, unfortunately we were not expecting the pool to be closed for more than a couple of days, and that the closure extension was out of our control.

  Should you need any further information, please do not hesitate to contact me.

  Regards, 

  *****************************

  Reservations Manager

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A girlfriend and I stayed at this resort last week. Dates Wednesday ,May 29th to Saturday June 1st. We checked in at 4pm and checked out at 3:30am. When we checked in they tried to charge us again for the resort fee , total of $118, I showed them a picture I took at the time of booking that shows us already paying in at time of booking. First scam they tried . Then they told us that they needed a credit card to put a $300 hold on for accidental insurance for the room. We questioned that of course and they insured us that it was only a hold that would be released at time of check out. Well they did in fact take the money out of our checking account and have yet to give it back. We called several hours after we checked out while at the airport and they told us it would come back in 72 hours. Well that came and went, we called again, now this time it was 5-7 days. Again, that came and went, called again, now it can take anywhere from ***** days. This is just complete bull. We cannot get a manager on the phone. Along with that money, We tried to pay valet on the way out, They would not take cash , we were told that it would be taken out of the card we used for the hold. We asked how many days they would charge because we were only there for 3 and a half days. Like I said , we checked in at 4pm and out at 3:30am. She told us 3 days. Ok, that's fine. Well after a week it finally came out and they did in fact charge us for 4 days. They took $162.60 out and told us that they only charged for 2 days of valet which was $95 which isn't even right, if it were only 2 days, it should of been $81.30. All these extras were not anywhere on the website or even told to us at time of check in. This resort needs to be looked into. Im sure that we are not the only ones that they are scamming. This stuff is not ok. We need your help please.

  Business Response

  Date: 06/24/2024

  Good *************************** Policy is Check-in Time is 4 pm and check-out time is at 11:00 AM. The guest may check out at 3 am, but it is not affected by the total bill. 
  The Valet Parking is the overnight charge. The guest stayed 3 days and we charged an additional amount of $137.40 for parking only. The guest prepaid for the stay in advance. Please find attached the final receipt with all details on it. 
  The amount of $300.00 USD was authorized at the time of check-in, in case of any incidental charges towards your room for the duration of the stay. A valid EMV credit or debit card is required to guarantee the reservation and must be presented at the time of check-in. The hotel's credit card authorization process seeks approval for $100.00 per day for incidentals in addition to the room and tax charges for the entire stay. Accepted currency: U.S. Dollar. **** is not accepted as a method of payment. 
  As this amount was an authorization and not a charge, the guest would not see this value shown as a refund on the bank statement, instead,the pending authorization is released, and the funds are returned to the bank account. Our system automatically releases any remaining balance held for authorization at the time of check-out, as it is no longer expecting any charges to be made toward the room. Also, the additional charges were used by the guest during the stay as valet parking, the hotel had to use the deposit to cover the charges. $300 - $137.40 = $162.60. The guest already received the amount of $162.60 on her card. 
  Please see the guest registration card that was signed by the guest with the hotel policy she reviewed before check-in. 
  

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to release a 300$ hold on my debit card and charged me extra days valet parking.

  Business Response

  Date: 06/24/2024

  Good *************************** Policy is Check-in Time is 4 pm and check-out time is at 11:00 AM. The guest may check out at 3 am, but it is not affected by the total bill. 
  The Valet Parking is the overnight charge. The guest stayed 3 days and we charged an additional amount of $137.40 for parking only. The guest prepaid for the stay in advance. Please find attached the final receipt with all details on it. 
  The amount of $300.00 USD was authorized at the time of check-in, in case of any incidental charges towards your room for the duration of the stay. A valid EMV credit or debit card is required to guarantee the reservation and must be presented at the time of check-in. The hotel's credit card authorization process seeks approval for $100.00 per day for incidentals in addition to the room and tax charges for the entire stay. Accepted currency: U.S. Dollar. **** is not accepted as a method of payment. 
  As this amount was an authorization and not a charge, the guest would not see this value shown as a refund on the bank statement, instead,the pending authorization is released, and the funds are returned to the bank account. Our system automatically releases any remaining balance held for authorization at the time of check-out, as it is no longer expecting any charges to be made toward the room. Also, the additional charges were used by the guest during the stay as valet parking, the hotel had to use the deposit to cover the charges. $300 - $137.40 = $162.60. The guest already received the amount of $162.60 on her card. 
  Please see the guest registration card that was signed by the guest with the hotel policy she reviewed before check-in. 

  The Hotel did not refused to refund the deposit and we did not charge any extra for parking. The guest used parking for 3 days as you can see on her bill. 

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this hotel weeks ago online through Expedia using a credit card with my husbands name. All I owed when I got there was *****, however, when I got there she said you cant use the credit card you used because ******** isnt with you, I said Im paying resort fee with my own card she said no, she redid a whole new reservation I said that is illegal what you are doing you just null and voided my contract with Expedia which is non modifying, she said I can modify it but you cant. I asked her for a refund she said no I had to go through Expedia I said no maam you just charged me as if I just walked in and you charged my other card ******. When my total was ****** and Ive already paid ****** (which you will see on pics) she said no thats not correct. I stayed in the hotel for an hour and left I let them know right away I was leaving she told me to contact Expedia. They also told me it voids the contract and she was not supposed to say anything on names and personal info of the card. I did not stay at this hotel for what they did and charging me a combined ******. I have called the resort Expedia has called numerous times and they dont pick up the phone. I read reviews on this hotel and they are notorious for charging and swindling people which is very sad. For me I just want my refund when she null and voided my Expedia and charged my other credit card totaling $******

  Business Response

  Date: 06/18/2024

  Good Afternoon, 

  The guest booked the reservation through ************* to collect payment. It means the guest credid/debit card will be used for payment. 

  
  The Hotel charged the guest in advance for 1 night only before arrival to guarantee the reservation. The card that the guest used upon booking was not under her name. The Hotel policy is valid EMV credit or debit card is required to guarantee the reservation and must be presented at the time of check-in. The hotel's credit card authorization process seeks approval for $100.00 per day for incidentals in addition to the room and tax charges for the entire stay. The guest will also be asked to present a valid picture ID 
  
  
  During check-in time the guest's did not present the card. She said it her husband card. The Front Desk Team refunded $121.02 (folio attached) to her husband card and authorized her credit card for payment authorization for the the stay and a security deposit of $200 that were refund after checking out. 

  We understand that the guest check out early. The Hotel charged only 1 night stay, 1 night Resort Fee and 1 night parking Fee. Please find attached the guest final receipt. The authorization alredy relised in our system. The only charge we have is $205.52 for 1 night stay, resort fee and parking. 

  
  Best ************************************************************************************** Manager